Customer Support Lead
wati.io, Hong Kong

WATI is an early stage, fast growing SaaS platform that is revolutionizing how companies communicate with their customers. Through our cutting-edge customer engagement software built on Whatsapp’s Business API, businesses are now able to have personalised conversations, be easily accessible and engage with their customers in-real time - at scale! We live in the on-demand economy, where customers expect fast, simple and easy service and that’s exactly what our platform empowers companies to do.

This is made possible through WATI’s easy-to-use platform that can be made up and running in no time. As a result, small and medium businesses have embraced the platform rapidly, and thousands of customers across 54 countries are now using WATI within just a year of launch.

We are growing fast, and we are now looking for a Customer Support Lead to help scale, manage and develop the Customer Support team.

What you’ll do:

• Hire and manage customer advocates who can operate across different languages
• Develop efficient and scalable onboarding SOPs for new customer advocates
• Create and maintain customer support playbooks across all channels
• Maintain a high level of customer response and satisfaction based upon both survey and attrition indicators
• Analyze customer feedback from all channels to work closely with product team to prioritize features
• Coordinate relevant performance review data at regular and agreed review points and will be interpreted to determine customer performance and support recommendations to increase the business benefits and usage of WATI product
• Continuously optimize and improve the development and sharing of best practices and lessons learned for increasing overall program efficiency
• Own, drive and support activities that transform business through thought leadership, vision and organizational development

• Prior experience working at a SaaS company in Client Services or Customer Success
• Track record of high performance and extremely satisfied customers
• Able to attract and retain talent, with a commitment and passion for growing and developing internal talent
• Experience managing remote teams across various time zones
• Strong empathy for customers and ability to de-escalate important client issues

Requirements

• Preferred, BS/BA Degree
  
• 3+ years experience directly managing a team with a proven track record of meeting and exceeding established goals
• Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects). Outstanding listening skills are an absolute must
• Hands-on experience of using case tracking software (Zendesk, Freshdesk, etc.)

Job Rewards and Benefits